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Technical Support Engineer
Dover Indiakannur, kerala, in30+ days ago
Job descriptionQuickly identifies escalations and creates expectation alignment with customers Primary stakeholder to ensure our customers receive prompt support. Facilitate field support services to repair products within scope of service. ☐ Confirm that the candidate understands the L1 Support Engineer responsibilities : Assisting customers and technicians with Fuel Dispenser issues (Hydraulics, Electronics, Applications). Working in 24x7 rotational shifts . ☐ Ask if they are comfortable with night shift and high call volumes. ☐ Clarify that the role involves technical troubleshooting and customer interaction . ☐ Ask about experience with : Hydraulic systems or mechanical troubleshooting Electronic boards or controllers Software applications related to embedded systems or POS Payment systems (e.g., card readers, transaction modules) Computer networking (IP addressing, protocols, basic diagnostics) ☐ Confirm prior experience in technical support or helpdesk roles . ☐ Ask about tools used for ticketing (e.g., ServiceNow, Jira, Zendesk). ☐ Validate experience handling calls vs. emails : 70% calls 30% emails
Roles & Responsibilities :
Relevant Experience Looking for 2-5 Yrs
Education : B.E / B.Tech / B.Sc (Computers / Electronics) / BCA / BBA
Mandatory Skills : Technical support Engineer-L1 / US Voice process / Troubleshooting-Hardware & Networking,
1 : Actively participates in support of incoming calls
- Continuously demonstrates a truly empathetic concern for customer issues
2 : Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.
3 : Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.
4 : Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.
5 : Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.
Must Have skills :
Understanding of the Role
3. Technical Exposure
4. Support Experience
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Technical Support Engineer • kannur, kerala, in
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